ITIL® Service Transition 2011 Edition

In this 4 day instructor led class, students will learn that ITIL is comprised of five core publications: Service Strategy, ServiceDesign, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The officialITIL® qualification scheme describes two streams, the Service LifecycleStream and the Service Capabilitystream.

The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. Theprime focus is the Lifecycle itself as well as the process and practice elements used within it.

The Service Capabilitystream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the ServiceLifecycle is illustrated as part of the curriculum but the primary focus is the on the processactivities, execution and use throughout the Service Lifecycle.

The ITIL® ST (Service Transition) course is part of the ITIL® Intermediate Lifecyclecertification stream. The course prepares candidates to take the ITIL® Service Transition Intermediate exam as well as providing valuableknowledge that can be implemented in the workplace.

Learning Objectives:

At the end of this course,you will learn:

  • Service Transition principles
  • Change Management within Service Transition
  • Implementation and Improvement concepts
  • Service Transition Activities and Processes
  • Designing supportingsystems, especially the Service Portfolio
  • Technology Considerations
  • Management of Cultural change, risks and value

Class Approach:

Participants will learnthe principles and core elementsalong with the activities and technology & implementation considerations within the Service Transition stage of the Service Lifecycle.This lifecycle stage focuseson putting servicesinto operation without disruptions to the business. An interactive approach is used combininglecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Transition certification exam as well as providing valuable practicalknowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepensthe participant’s appreciation of how ITIL best practices can beapplied in order to improve IT performance. Practical assignments are used throughout the courseto enhance the learning experience.


ITIL® Service Transition

Reference Materials:

Core set of 5 ITIL books.

About the Examination:

Exam Format:

Multiple choice, scenario-based, gradientscored questions.

Number of Questions: 8

Pass Score: 28/40 or 70%

Exam Delivery: Online or paper based

Exam Duration: 90 minutes

Open/Closed Book: Closed Book

Prerequisites: An ITIL Foundation certificate and preferablytwoyears work experiencein an IT ServiceManagement environment.

Credits: Upon successfully achieving the ITIL ServiceTransition certificate, students earn 3 credits in the ITIL® qualification scheme.

Project ManagementInstitute – Professional Development Units (PDUs) = 28

Target Audience: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners,ITconsultants, IT audit managers and ITsecurity managers who require a detailedunderstanding of the ITIL Service Transitionphase of the ITIL core Lifecycle and theaffected processes, functions and activitiesandtheir application

Student Material:

Students will receive an ITIL Service Transition classroomworkbook containing all of the presentation materials, course notes, case study and sample exams.

Class Outline:


  • The term “Service Transition”, and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Transition
  • The ITIL processes primarily covered in Service
  • Transition
  • The functions within Service Transition
  • The value to the business


  • Define and implement a formal policy
  • Implement all changes to services
  • Adopt a common framework and standards
  • Maximize re-use of established processes and systems
  • Align Service Transition plans with the business needs
  • Maintain relationship with stakeholders
  • Provide systems for knowledge transfer and decision support
  • Assuring the quality of new or changed services
  • Plan release and deployment packages
  • Proactively improve quality


  • Transition planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Valuation and Testing
  • Change Evaluation
  • Knowledge Management


  • Communication
  • Organizational Change
  • Organizational Change Products
  • Planning/ Implementing Change
  • Resistance to Change
  • Stakeholder Management


  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment
  • Request Fulfillment
  • Service Performance and Risk Evaluation
  • Service Knowledge Management


  • Service Transition support tools
  • ITSM Technology
  • Knowledge Management tools
  • Collaboration – Communities and Workflow Management
  • Configuration Management System (CMS)


  • Justifying Service Transition
  • Designing Service Transition
  • Introducing Service Transition
  • Cultural Change
  • Risks and Value
  • Implementing Challenges, CSFs and Risks
  • Service Transition under difficult circumstances


  • Challenges, Critical Success Factors and Risks


  • Sample Exams
  • Feedback
  • Recap

To Hire a proven ITIL Subject Matter Expert Consultant and Instructor who teaches this class, call 800-798-3901 today!

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